Senior Group Manager - Operations - US Insurance Campaign

Senior Group Manager: Operations

Job Description

• The main purpose of this position as part of the senior management is to lead a team with specialist function.
• You are customer & client facing & strive to deliver excellent customer experience.
• You are accountable for designing, implementing & tracking a portfolio of improvement projects for your functional area
• .Key Responsibilities·
• Lead a team of operational leaders

• Deliver contractual and commercial performance through cost and profitability management
• Create a high-performing, highly-engaged team through modeling desired WNS leadership behaviours, effective coaching, performance management and recognition
• Build excellent relationships both internally and externally at all levels
• Ensure compliance to all relevant process and regulatory standards
• Control and minimise costs
• Drive continuous improvement and create value by delivering excellent customer experience

Knowledge, Skills and Attributes

• Leadership
• Change management
• Effective coaching skills· Commercial acumen
• Planning and organizational skills
• MS Office at an advanced level

 

Qualifications

Grade 12/Matric

• Proven track record of 5 years’ experience as senior operations manager
• Experience in a contact center/BPO environment

• Experience working in US Insurance environment advantageous
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• US Rotational Night Shift